Customer Success Engineer – Analytics as a Service at Ralliant in Fairport, NY

Job description

Customer Success Engineer – Analytics as a Service Position Summary The Customer Success Engineer owns the complete customer journey from signed order through deployment, adoption, measurable customer outcomes, renewal and expansion. This role combines technical implementation, DevOps coordination, customer consulting and AI-enabled process design. The objective is to create a highly scalable customer success operating model capable of supporting a rapidly growing global SaaS business with minimal additional resources. This position is equally responsible for ensuring customer value realization and continuously improving the product through structured Voice of Customer feedback loops. Primary Responsibilities Customer Journey Ownership Own the complete lifecycle: Order, Planning, Data Integration, Deployment, Validation, Training, Adoption, Value Realization, Expansion and Renewal. Customer Success Playbooks Develop standardized workflows for: onboarding implementation customer reviews renewal planning expansion opportunities executive reporting Service Deployment Lead deployment of two analytics services and expand into future ones. Coordinate with: DevOps Product Owner Engineering Sales Customer IT organizations Voice of Customer Partner with the Product Owner and Product Manager to establish structured VOC processes including: Follow Me Home visits Customer Advisory Boards Early Adopter Councils Customer health scoring Usage analytics Translate customer insights directly into prioritized product improvements. Service Reliability Partner closely with DevOps to: monitor service health improve uptime reduce deployment effort automate provisioning automate monitoring improve operational maturity AI-enabled Scaling Develop AI-powered customer success capabilities including: automated onboarding AI knowledge assistants customer self-service deployment automation health score prediction proactive support AI-generated customer reports automated documentation workflow orchestration Customer Value Realization Ensure every customer receives measurable business outcomes through: adoption tracking KPI dashboards ROI reporting executive value reviews success plans Required Experience 8+ years industrial software deployment Experience with SaaS, Networking and Cybersecurity implementation issues. Experience with cloud platforms Experience managing enterprise customers Strong project leadership Excellent customer communication Experience working alongside software engineering organizations Preferred Experience Industrial domains including: Utilities Power systems Asset monitoring Industrial IoT Digital services Success Measures Within 12 months: Standardized deployment methodology established Deployment time reduced significantly Customer onboarding largely automated Strong renewal readiness across install base Product feedback loops operating continuously Successful deployment of all targeted pilot and paid projects Travel Approximately 30–40% domestic and international travel. #LI-PW1 Ralliant Corporation Overview Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world. About Qualitrol QUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies. Established in 1945, QUALITROL produces thousands of different types of products on demand and customized to meet our individual customers’ needs. We are the largest and most trusted gl